Support Feedback
asked 2014-07-19 03:26:46 +0200
This is a question of expectation verses reality. I had to return my phone to Jolla for repairs and got back a phone that appears to be working. I got what I expected and I didn't expect to be happy at the end. What I don't know is what was wrong and what was done to fix it.
I am a person of a technical persuasion. I ask technical questions. Would you expect Jolla's care team to respond in kind?
The thing that nags at me is that all Jolla may have needed to do was restore the phone to factory defaults and send it back to me (the cheap and easy fix but may not necessarily resolve an underlying fault). Indeed the phone already has that feature.
Now what I am struggling with is trust. Do I trust a phone which with all the wonderful advantages that drew me to it in the first place, do I put trust in it again. I have a lot of work ahead of me to get it back to anywhere near it was before I sent it back to Jolla. This is all about openness, I am left with questions.
This is not fair, I am holding Jolla to a far higher standard than any other organisation but it is my sincere hope that Jolla can surpass my aspirations. I would not ask for the crown jewels, nor do I want to know what you had for lunch.
So my questions come down to these:
What files do I need to manually back up my data? (the back up application failed at the time the phone was faulty, text messages, contacts, settings etc.)
What was wrong with my phone? (kind of like putting a name to a face)
How was it fixed? (why it won't happen again)
Is there a work around? (In case this re-occurs and I need the phone until a certain task is completed, or another reason)
Diagnostics, what can I do diagnostically to monitor the health of my phone? (to help prevent the further loss of data)
What does it mean to be an 'open' business, anyway? (for the customer)
As a customer, like most, I have dealt with regular closed companies and their support teams and rarely felt better for it. In this case maybe I'm just jaded but I don't feel any different from any of the other times.
In respect to the back up issue I could make a few suggestions that might mitigate the issue but that's another matter to the question of openness and customer interaction. How open should Jolla be? There is a balance to be struck and I would like to know what your expectations are? Perhaps even match these against the policies Jolla have in place on this topic.
I don't want a good experience with customer care or even an awesome experience. I want bidirectional communication in an open, honest and fair fashion with Jolla.
Could you link to the Jolla policies you refer to? I couldn't immediately find anything on they website. Also did you ask care what was done to the phone. Other people seem to have reasonably good idea what was repaired or changed.
2Ti ( 2014-07-19 11:55:50 +0200 )editThe only reference to Jolla polices I am trying to allude to is my assumption that Jolla have polices.
Honestly, I haven't asked Jolla what they did to my phone. You have a good and fair point there. I have now submitted an email to ask.
In the mean time though, I don't deny being jaded and sceptical. The point of this is not to denigrate Jolla.
My experience with Jolla was then when I asked a technical question the process of the return, I did not get an answer. This resulted in my not being able to back up my data from my phone.
As for what was repaired, the best I can tell you is that the firmware was re-flashed. In other words, the phone was restored to factory settings. Such a settings reset is available in the Phone's configuration options.
The issue I experienced which prompted the return was severe instability in the phone and dropping calls regularly all to the extent that Jolla requested the return of the phone.
dies_felices ( 2014-07-20 02:59:56 +0200 )edit